topic Re: Slow speed since power cut in the area in Broadband

Slow speed since power cut in the area

rburton — Wed, 06 Nov 2024 21:40:58 GMT

Hi there,

We have been very happy with our 5g home internet until now, getting speeds of >500mbps.

The other day there was a power cut in our area that affected everything including it seems the nearby 5g cell tower. The power cut lasted about 2 hours and after this the internet came back. However, since then we have not been able to get speeds greater than around 15mbps. We've restarted the router many times and even on our phone that uses the three network the same has happened. Is it possible the power cut has affected the nearby cell tower and so our internet speed?

Re: Slow speed since power cut in the area

KateS — Thu, 07 Nov 2024 12:40:16 GMT

Hey @rburton,

Welcome to the Three Community.

Oh no, I'm sorry to hear your speeds have dropped drastically since the power cut. It sounds like it may have resulted in an issue with the local mast if it's impacting both Home Broadband and mobile coverage.

Have you had a look at our Network Status Checker? Does it show any reported issues or work going on in the area?

Thanks,
Kate

Re: Slow speed since power cut in the area

rburton — Thu, 07 Nov 2024 20:22:08 GMT

No reported issues on the checker unfortunately. The speeds have got a tiny bit better today, e.g. now getting around 30mbps down.

Re: Slow speed since power cut in the area

rburton — Thu, 07 Nov 2024 22:03:03 GMT

This is from a speedtest just now, the upload seems to be normal again but the download is back to being nearly unusable...

Re: Slow speed since power cut in the area

rburton — Fri, 08 Nov 2024 23:24:29 GMT

The internet is just unusable right now, is there anything you're able to look at to see what could be causing the problem? Everything has been amazing with Three until now.

Re: Slow speed since power cut in the area

PeteG — Sat, 09 Nov 2024 13:08:46 GMT

There isn't anything we can check here, sadly. The Support Team should be able to shed more light on the situation, and might be bale to provide options for you depending on what's going on.

Pete.

Re: Slow speed since power cut in the area

rburton — Sat, 09 Nov 2024 19:03:36 GMT

Thanks i'll get in contact with them.

Re: Slow speed since power cut in the area

rumboe — Sun, 16 Feb 2025 21:56:24 GMT

Was there ever a solution? This happened to me, except there was no power cut, and the download speeds are around or below 1mbps

Re: Slow speed since power cut in the area

PeteG — Mon, 17 Feb 2025 19:34:48 GMT

Hello, Rumboe.

If you haven't tried already, it might be worth doing a factory reset of your Hub, just to make sure it's a fresh start and any possible configuration issues or bugs are cleared.

It's also perhaps worth checking the Service Status page before hand in order to see if there are any issues locally that might be causing the problem.

Pete.